Cecilia Solano
Summary
Professional with strong background in customer relations and problem-solving. Focused on team collaboration and achieving high-quality results. Skilled in communication, conflict resolution, and adaptability to changing needs. Reliable and flexible, ensuring seamless service delivery and customer satisfaction.
Overview
28
28
years of professional experience
Work History
Customer Service Representative Post 98
National Grid
06.2018 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Account Maintenance and Operations - AMO
National Grid
10.2013 - 06.2018
- Working currently on reviewing customers information to open accounts
- Handling accounts to apply exemptions on taxes
- Analyze and adjust billing accounts
- Learned to work with CSS Costumer Service System
Customer Service Representative Post 98
National Grid
01.1999 - 10.2013
- Handled billing inquiries
- Handled gas emergency calls
- Perform collections by phone
- Scheduled appointments for appliance and service calls
- Spanish translations for external and internal customers
- Negotiate payment arrangements
- Expedite the processing of payments
- Work one on one with customers in District Offices
- Evaluate customers for financial hardship
Voice Link Operator
National Grid
03.1997 - 01.1999
- Handled outbound/inbound collection calls
- Responsible for accounts receivable
- Maintained payment records
- Mentor to incoming employees
Education
Liberal Arts -
La Guardia Community College
Queens, NY05.1994
High School Diploma - General
Henry Snyder High School
Jersey City, NJ01.1993
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Paperwork processing
- Data collection
- Filing
- Clerical support
Affiliations
- Brooklyn Union Gas
- Keyspan Energy Delivery
Timeline
Customer Service Representative Post 98
National Grid
06.2018 - Current
Account Maintenance and Operations - AMO
National Grid
10.2013 - 06.2018
Customer Service Representative Post 98
National Grid
01.1999 - 10.2013
Voice Link Operator
National Grid
03.1997 - 01.1999
High School Diploma - General
Henry Snyder High School
Liberal Arts -
La Guardia Community College
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